Senior Analyst - Customer Support Operations(CSO)

Position Summary We are seeking an experienced IT Service Desk Agent with 6+ years of hands-on IT support experience to provide Level 1/Level 2 technical support through chat and self-service ticket channels. The ideal candidate has excellent communication skills, a logical approach to troubleshooting, and a strong customer service mindset. This role requires the ability to efficiently resolve a wide range of end-user IT issues while working in a fast-paced, 24/7 support environment. Key Responsibilities Provide technical support via chat and self-service ticketing systems. Diagnose, troubleshoot, and resolve end-user hardware and software issues. Manage incidents and service requests while meeting defined SLAs. Support Windows laptops, desktops, peripherals, and mobile devices. Troubleshoot issues related to: Citrix VPN connectivity Printers Microsoft Office and Windows Network connectivity Password resets and account access Remote support tools Perform user account administration in Active Directory (AD). Support Microsoft Exchange/Office 365 user administration. Manage and troubleshoot Mobile Device Management (MDM) solutions. Escalate complex issues to appropriate support teams with complete documentation. Maintain accurate ticket updates and knowledge base articles. Deliver excellent customer service with a focus on first-contact resolution. Required Qualifications Bachelor's degree in information technology, Computer Science, or a related field (preferred). 6+ years of experience in an IT Service Desk or End User Support role. Strong experience supporting: Windows laptops and desktops Citrix VPN Printers Active Directory Microsoft Exchange/Office 365 Mobile Device Management (MDM) Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar. Strong understanding of Microsoft Windows operating systems and desktop applications. Excellent analytical and logical troubleshooting skills. Ability to prioritize multiple tickets and work in a fast-paced support environment. Must be willing and able to work in a 24x7 operations environment. This is a non-negotiable requirement and includes rotating shifts, weekends, public holidays, and overnight support as business needs dictate. Preferred Qualifications Experience creating reports and analyzing service desk metrics. Experience conducting user training Knowledge of ITIL best practices. Skills & Competencies Excellent verbal and written English communication skills. Fast and accurate typing skills. Strong customer service orientation. Logical and structured approach to problem-solving. Ability to work independently while collaborating effectively within a team. Strong documentation and organizational skills. Willingness to learn new technologies and continuously improve.